Refund & Returns Policy

At FAIRWAY SUPPLY, we want you to shop with confidence. This Refund & Returns Policy complies with applicable South African consumer protection laws while ensuring a fair process for both our customers and our business.

1. Returns Eligibility

To qualify for a return, the item must:

• Be returned within the applicable return period.
• Be accompanied by proof of purchase.
• Include all original accessories, packaging, manuals, and tags where reasonably possible.
• Not be damaged due to misuse, abuse, negligence, improper care, or normal wear and tear.

2. Change of Mind Returns

We understand that sometimes you change your mind.

Unless you have a statutory right under South African law, FAIRWAY SUPPLY does not accept returns or offer refunds for change-of-mind purchases.

If we choose to accept a discretionary return:

• The item must be unused and in resalable condition.
• It must be returned in its original packaging.
• Approval is at our sole discretion.
• Original shipping costs are non-refundable.
• The customer is responsible for all return shipping costs.

3. Defective or Faulty Products

If your product is defective, unsafe, or fails to meet acceptable quality standards under the Consumer Protection Act, you may be entitled to a repair, replacement, or refund.

Where required by law:

• Claims must be reported as soon as reasonably possible after the defect is discovered.
• We may inspect or test the product before approving the claim.
• Products damaged through misuse, accidents, neglect, unauthorised repairs, alterations, improper storage, or failure to follow instructions are not considered defective.

Where permitted by law, FAIRWAY SUPPLY reserves the right to determine whether a repair, replacement, or refund is the appropriate remedy.

4. Incorrect or Damaged Deliveries

If you receive:

• the wrong item,
• an item missing components,
• or an item damaged during delivery,

please notify us within 48 hours of receiving your order.

Where possible, include clear photographs of:

• the packaging,
• the shipping label,
• and the product.

Failure to report transit damage promptly may affect our ability to recover costs from the courier.

5. Non-Returnable Items

The following items cannot be returned unless required by law:

• Products showing signs of use beyond reasonable inspection.
• Items damaged through misuse or negligence.
• Products altered, modified, or repaired by anyone other than an authorised party.
• Clearance, promotional, or final-sale items clearly marked as non-returnable.
• Gift cards or digital products.
• Personalised or custom-made products.

6. Online Purchase Cooling-Off Rights

Where South African law provides a statutory cooling-off right for qualifying online purchases, customers may exercise those rights in accordance with the applicable legislation.

Where legally applicable:

• Customers are responsible for the direct cost of returning non-defective goods.
• Goods must be returned in substantially the same condition as received.
• Refunds may be reduced where the goods have been used beyond what is reasonably necessary to inspect them, where permitted by law.

7. Refund Method

Once your return has been approved and inspected:

• Refunds will be processed to the original payment method where possible.
• Shipping charges are non-refundable unless required by law.
• Processing times may vary depending on your payment provider.

8. Return Shipping

Unless the product is defective or we made an error:

• Customers are responsible for all return shipping costs.
• We recommend using a tracked courier service.
• FAIRWAY SUPPLY is not responsible for returns lost or damaged during transit.

9. Order Cancellations

Orders may only be cancelled before dispatch.

Once an order has been shipped, it will be treated as a return request and this policy will apply.

10. Fraud Prevention

To protect our customers and our business, FAIRWAY SUPPLY reserves the right to:

• refuse returns that do not meet this policy;
• request proof of identity where fraud is suspected;
• decline refunds for products intentionally damaged or misused;
• refuse excessive or abusive return requests where permitted by law.

11. Your Consumer Rights

Nothing in this Refund & Returns Policy limits or excludes any rights you may have under applicable South African consumer protection legislation.

Where this policy conflicts with mandatory consumer protection laws, the applicable law will prevail.